The Care Quality Commission
  • Doctor
  • GP practice

Humber Primary Care

Overall: Good read more about inspection ratings

Providence Place, Bridlington, YO15 2QW (01262) 602661

Provided and run by:
Humber Teaching NHS Foundation Trust

All Inspections

3 January 2024

During an inspection looking at part of the service

We undertook a targeted assessment of the responsive key question at Humber Primary Care. The rating for the responsive key question is Requires Improvement. As the other domains were not reviewed during this assessment, the rating of good will be carried forward from the previous inspection and the overall rating of the service will remain Good.

Safe – Not inspected, rating of Good carried forward from previous inspection

Effective - Not inspected, rating of Good carried forward from previous inspection

Caring - Not inspected, rating of Good carried forward from previous inspection

Responsive – Requires Improvement

Well-led - Not inspected, rating of Good carried forward from previous inspection

Following our previous inspection from November 2022, the practice was rated requires improvement for responsive. The practice was rated good for safe, effective, caring and well-led.

The full reports for previous inspections can be found by selecting the ‘all reports’ link for Humber Primary Care on our website at www.cqc.org.uk

Why we carried out this inspection

We carried out a targeted assessment of the responsive key question. Targeted assessments enable us to focus on certain key questions to explore particular aspects of care.

How we carried out the inspection/review

  • This assessment was carried out without a site visit
  • Conducting staff interviews using video conferencing.
  • Requesting evidence from the provider and reviewing the appointment system.

Our findings

We based our judgement of the quality of care at this service on a combination of:

  • what we found when we inspected
  • information from our ongoing monitoring of data about services and
  • information from the provider, patients, the public and other organisations.

We found that:

  • Patient satisfaction with accessing the practice by phone was significantly poor compared to local and national averages.
  • Patient satisfaction for making an appointment and appointment times was poorer than local and national averages.
  • The practice had an action plan for improvement. This included a new appointment system and cloud-based telephone system. Data showed this had significantly reduced the amount of phone calls the practice was receiving.
  • There had recently been significant disruption within the local area as 5 GP practices had merged leaving 2 GP practices. Following the merger the patient list at both practices was closed by the Integrated Care Board.
  • Patients at the practice had significantly higher attendance at Accident and Emergency departments compared to local and national averages.
  • Complaints were handled in a timely way.

We found a breach of regulations. The provider must:

  • Ensure that care and treatment is provided in a safe way to patients.

The provider should:

  • Continue to review and improve patient satisfaction with access by phone and appointment availability.
  • Continue to review the amount of patients attending accident and emergency.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA

Chief Inspector of Health Care

16 November 2022

During a routine inspection

We carried out an announced comprehensive inspection) at Humber Primary Care on 14th – 16th November 2022. Overall, the practice is rated as good.

Safe - Good

Effective - Good

Caring - Good

Responsive - Requires improvement

Well-led - Good

This was our first inspection of this practice following the merger of two other practices, Manor House previously rated as good following our previous inspection on 26 April 2018, and Practice 2 previously rated as good following our previous inspection on 18 October 2017.

The full reports for previous inspections can be found by selecting the ‘all reports’ link for Manor House and Practice 2 on our website at www.cqc.org.uk

Why we carried out this inspection

We carried out this inspection as this service had not previously been inspected since the merger of two GP surgeries.

How we carried out the inspection/review

This inspection was carried out in a way which enabled us to spend a minimum amount of time on site.

This included:

  • Conducting staff interviews using video conferencing.
  • Completing clinical searches on the practice’s patient records system (this was with consent from the provider and in line with all data protection and information governance requirements).
  • Reviewing patient records to identify issues and clarify actions taken by the provider.
  • Requesting evidence from the provider.
  • A short site visit to both sites.

Our findings

We based our judgement of the quality of care at this service on a combination of:

  • what we found when we inspected
  • information from our ongoing monitoring of data about services and
  • information from the provider, patients, the public and other organisations.

We found that:

  • The practice provided care in a way that kept patients safe and protected them from avoidable harm.
  • Patients received effective care and treatment that met their needs.
  • Staff dealt with patients with kindness and respect and involved them in decisions about their care.
  • The practice had embedded systems in place to keep people safe and safeguarded from abuse.
  • There was a clear leadership development programme in place which included a succession plan.
  • Patients found it difficult to access services via telephone.
  • There was a backlog of 155 patients information waiting to be processed and summarised.

We rated the practice as requires improvement for providing responsive services because:

  • Patients found it difficult to access services via telephone. This was reflected in National GP patient survey results and feedback from patients, staff and the Patient Participation Group.

Whilst we found no breaches of regulations, the provider should:

  • Improve telephone access to remove barriers and support patients to have good access to care and treatment.
  • Take steps to remove the backlog of patients waiting to have their information summarised.
  • Continue with the plan to improve the monitoring of patients prescribed gabapentinoids.
  • Continue to improve staff recruitment and retention to ensure the practice can provide a good service to patients.

Details of our findings and the evidence supporting our ratings are set out in the evidence tables.

Dr Sean O’Kelly BSc MB ChB MSc DCH FRCA

Chief Inspector of Hospitals and Interim Chief Inspector of Primary Medical Services